[Billjratt]

smart meter installed Dec '24, off-peak electric comes on from 23.00 to 24.00 then drops out . New meter installed Jan '25 - same issue, no overnight power to the off-peak circuit.
Ongoing Emails to help-centre do not progress the issue.
I gather the off-peak period is specified by 23.00 to 24.00 then 00.00 to 07.30 and assume this profile is held in the host system, so why change meters???? The second period from 00.00 to 07.30 must be missing an 'activate' tick of some sort in my account profile. Simple to investigate and correct.
The original "dumb" meter with the external electro-mechanical timer was associated with an MTSC of '5' (not 8xx ....?) but that field does not appear on the latest statement., is that pertinent?
Perhaps I've got this wrong, but the first line help desk people seem to be in a small loop whereby the only solution they are empowered to offer is "change the meter".
Anyone been through this before and can offer help please?

[retrotecchie]

Yes, sounds like a faulty meter

It's a hardware fault in the ALC circuit that switches the off-peak loads.

It's possible to try and reprogram the meter using an engineer and a hand held terminal but more often than not it entails a complete meter swap as it's usually a firmware or hardware fault rather than a configuration issue.

[Billjratt]

@retrotecchie Thanks for prompt reply. I guess there may be an issue with a batch of these meters then? I assume you advise against pursuing the SMETS "update tariff" command request, which was my next idea.
For general info - the meter in question is a KAIFA MA120B with an EDMI comms box fitted. - just in case there's an epidemic...!

[retrotecchie]

Yep...the MA120B has 'known issues' when used for split E7 timings. Several people have reported the same issue and the meter usually gets swapped out.

[doverboy]

Originally Posted by Billjratt

smart meter installed Dec '24, off-peak electric comes on from 23.00 to 24.00 then drops out . New meter installed Jan '25 - same issue, no overnight power to the off-peak circuit.
Ongoing Emails to help-centre do not progress the issue.
I gather the off-peak period is specified by 23.00 to 24.00 then 00.00 to 07.30 and assume this profile is held in the host system, so why change meters???? The second period from 00.00 to 07.30 must be missing an 'activate' tick of some sort in my account profile. Simple to investigate and correct.
The original "dumb" meter with the external electro-mechanical timer was associated with an MTSC of '5' (not 8xx ....?) but that field does not appear on the latest statement., is that pertinent?
Perhaps I've got this wrong, but the first line help desk people seem to be in a small loop whereby the only solution they are empowered to offer is "change the meter".
Anyone been through this before and can offer help please?

Hi Bill,

... so you've had two smart meters (Dec and Jan) and have a night rate circuit switch ending after only one hour ...

Can you confirm the meter type E7, E10, TOU you expected to have and your expected off-peak rate times. Could you also provide the Profile Class, Meter Time Switch Code and Area ID (fields 1, 2 and 4) from your Supply Number (MPAN) on a statement when all was working and from your latest statement. A supplier holds account meter settings not visible to a customer and can change them, sometimes incorrectly, for download to the meter.

[Billjratt]

Hello Doverboy, thanks for your interest. We're on E7 and believe the off-peak period is from 23.00 to 07.30.
the current MPAN is S | 2 | 3 | 118 |
| 18000######## |

the old MPAN was S | 2 | 5 | 118 | using an independent electro-mechanical timer to activate the circuit.
| 18000######## |
I notice neither of the MTSCs are 8xx, as mentioned elsewhere on the forum.. Comments?

[doverboy]

Originally Posted by Billjratt

Hello Doverboy, thanks for your interest. We're on E7 and believe the off-peak period is from 23.00 to 07.30.
the current MPAN is S | 2 | 3 | 118 |
| 18000######## |

the old MPAN was S | 2 | 5 | 118 | using an independent electro-mechanical timer to activate the circuit.
| 18000######## |
I notice neither of the MTSCs are 8xx, as mentioned elsewhere on the forum.. Comments?

Hiya Bill ... Sorry I didn't see your reply until now ...

OK, Profile Class 2 Domestic supply economy 7, MTSC ??? indeed what is code 3 or 5 ???, Area Distributor ID 18 Southern Scotland, DNO - SP Energy Networks.
Comparing to mine ...
Profile Class 2 ... same E7, MTSC 807 ... 00:00-07:00 night 07:00-24:00 day correct, Area Distributor ID 10 ... Eastern England

My research suggests that the off-peak hours (as distinct from night rate hours which are customer centric) for Southern Scotland distribution are ranged between 22:00-08:30, with customers either receiving 7 contiguous hours, the times being indicated by the MTSC, or 8.5 contiguous hours 23:00-07:30 night 07:30-23:00 day. You have the latter non-standard hours (by the way there are two other distribution areas in the UK with non-standard E7 hours, of 8 hours), and this has seemingly confused E.ON Next's meter team.

It might be worth contacting your distributor (DNO) SP Energy Networks to confirm this, but it is the supplier (E.ON Next) who are responsible for meter settings and are able to change them via the DCC (takes 2 work days).

I hope this gets sorted soon.

[Billjratt]

@doverboy thanks Doverboy, I've pointed the helpdesk people to your information along with other stuff they requested, so here's hoping!

[Billjratt]

Hello again everybody. A wee update. We have just had the THIRD smartmeter installed over a two month period. We still only get 1 hour active on the off-peak circuit. The EONnext sub-contractor who fitted the last meter agreed it was unlikely to fix the problem but it was what he had been told to do . He has no way of escalating the issue to a more qualified support function. I should point out that if we still had the nightstore off-peak heaters installed, we would have been cold for two months! I got this response from the Retail Energy Code people :
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
We are sorry to hear about the problems you are experiencing,

We are responsible for administering the applications for access to the Electricity Enquiry Service (EES) we do not have access to update or view the data held within it.
NOTE ************************************************** ************************************************** ************************************************** *********
However, to enable you to get your EES information updated, your Energy Supplier will need to liaise with your Distribution Network Operator (DNO) who will update a system called MPAS. Once that update is made, this will automatically reflect within EES. Only your current Energy Supplier can request this change.
************************************************** ************************************************** ************************************************** *******************

We do not hold any specific senior contact details only those that are online. We would advise, if you are not getting answers to your original request from your current energy supplier, to raise a formal complaint. If they do not respond within a satisfactory timescale, we would advise contacting the Energy Ombudsman to escalate and support in getting a resolution to your request.

We do hold further information within our consumer hub on our REC Portal which can be found here

Kind regards
Laura Venturini


The REC Service Desk Team

DEAR FORUMITES -

Has anybody got a contact/name within EONnext that I can sensibly ask to sort this? How do we contact second/third level support?????

[meldrewreborn]

@Billjratt

sounds like one for @Poppy_EONNext. @retrotecchie do you have any technical insight into what is happening here?